The second step to resolving a problem or complaint is speaking with the people involved to try to agree on a resolution.
Explain the problem you have with the product or service by approaching the business directly, either:
- in person
- over the phone
- by email, or the business' social media page.
Make sure you are speaking with someone who has the authority to address your issue, such as the manager.
Depending on the problem, you can ask the business to provide one of the following remedies:
- refund your money
- repair your product
- replace your product
- fix the work.
Keep notes of your contact with the business, such as the:
- name of the person you spoke to
- date of your meeting/phone call/social media post
- content of your discussion.
Your rental provider or property manager
Explain the problem or issue to your rental provider, property manager, caravan/residential park owner, or rooming house operator first. Note: on this page we will now refer to these people as 'rental provider and/or property manager'.
- Ask them to fix it. Rental providers and property managers have specific obligations to tenants and residents (see Step 3).
- Ask when they will be able to resolve your problem.
- Keep notes of your contract in case you need to refer to them later.
Your owners corporation
Owners corporations have specific procedures for resolving problems. You do not need to follow steps 3 or 4. For more information, view Complaint handling in your owners corporation.
Your retirement village
Retirement villages have specific procedures for resolving problems. You do not need to follow steps 3 or 4. For more information, view Resolving disputes in your retirement village.